VroomReviews 533

I would not recommend Vroom. Besides a long contract process, the communication regarding delivery is terrible. I've waited two full days and still do not have a car. On day one, I called twice regarding delivery time and was only told at 5pm not to expect the car. On day two I waited until 3pm and called the carrier service for the car. I was told the car was still in TX and not going to be in CA. Then Vroom called to tell me the car could come the next day between 8-5pm. I understand delays happen, but don't let people waste their time waiting if you know the car is in another state!

We reserved a car and they charged us $500 refundable deposit. They said they would call us back within 24 hours. 5 days later and calling them many times, the car was sold to someone else. We were still charged the $500 even though we didnt get to reserve the car. BUT STILL CHARGED and fighting to get $500 back?! I URGE you to not do this!

Vroom appears to be effective at selling cars until payment is made. Once they receive payment customer service and communication cease. Been waiting over 6-weeks for my title. Contacting them accomplishes nothing other than spending a lot of time on hold as you are transferred from one rep to another. I did not believe this experience could be worse than dealing with a salesman but it certainly has been. Never again!

I received three online offers to sell my 2017 Lexus. Vroom was substantially higher, so I started the process of selling the car to them. I even contacted my lease company to make sure that I am able to sell the car. I was told by Lexus Financial Services that I am not able to sell the car to an individual 3rd party, but I am allowed to sell the car to any 3rd party licensed dealer. I even received a payoff letter and notified Lexus of the transaction for when Vroom contacts them.
Two days later, I received an email from Vroom telling me that my lease company will not allow a 3rd party transaction. I replied to the email asking to be contacted but never heard from them. I tried to contact them and spoke to someone that answered the customer service number. He saw the notes on the account about 3rd party and transferred me to the acquisition department. After speaking to another person there and was getting her "attitude", I was told that I cannot sell the car to a 3rd party. I was then transferred to a "second tier" agent. My phone call was then disconnected.
It appears that the value that they put on the car was more than they wanted to pay and just wanted to tie me up. I have since made an appointment for later today to sell the car to a local national dealership.
I should have trusted the reviews and passed on Vroom. A lesson learned.

There are ongoing lawsuits against the company for fraudulent or misleading comments and actions. I would stay away and look elsewhere. Why enter into a possible problem?

Do not, I repeat, do not buy from this company! They have the worst customer service that I have ever dealt with! A $26,000 vehicle was purchased from them, and they couldn't even give me a delivery date in writing! The day came and went, and the car is still not here! When customer service is called, I am put on hold for an hour, and then transferred to another rep, only to get the same ‘hold and transfer' all over again! This company sucks on their best day ever!

I waited over a month for my vehicle after being told numerous times it would be delivered in two weeks and my car never showed till a month and half later. Then when my car came it wouldn't start! So I waited a month and half for a car that wouldn't even start. I get literally 14 calls a day because THEY can't get it right with the bank they use. They lose paperwork and ask for it again more than twice. They are just not professional at all. Do not use them.

I bought a Mercedes from Vroom and two days after I finally received it the car was leaking on my driveway. I brought it to a certified Mercedes repair shop where they deemed the car unsafe to drive. The front left axel has to be replaced as well as two protective covers under the car. As soon as I got home I spoke with a manager at Vroom. I explained to him that if they are not going to fix the car I will return it as I have not had the vehicle for a week yet. He assured me they will pay for the repairs under the 90 day used car warranty and to have the shop pick the car up. It has been days and the mechanic can not get approval for payment so obviously they will not start repairs. I have literally been on the phone with Vrooms customer support for hours and hours the past three days without any resolution. They keep transferring me to another incapable person who cannot give me any direction or conclusive answers. Meanwhile the repair shop has been calling almost hourly for days asking what to do with the car. Best part is I purchased the premium warranty through Vroom with Safeguard but when I spoke to them they have no record of my car at all. They said that Vroom must of not activated the coverage yet... that can't be right because it is in the contract I signed and was charged for. This has hands down been the worst experience I have ever had buying a car. I'm hoping Vroom does the right thing and resolves this asap but I'm very doubtful giving my experience thus far with Vrooms customer service.

Forget about the 90 days warranty they offer its a real as a unicorn. They have even told me that they don't know about any 90 day warranty even after I have sent them my signed contract show the warranty they say they have not received it. When I send them something I my benefit they say they didn't receive it but if it works for they they do. They put me on hold for hours to just end up hanging up on me.

I don't even know where to begin! Started this process two months ago I still don't have my car yet. Customer service is the absolute worst! They are not able to answer a question that is not in their flip chart. So thier only response is to put you on hold. This could last as much as an hour and a half. During which time you'll get to listen to Beethoven over and over and over again. Unfortunately for me I was too far down this rabbit hole to get out before I realized what was going on. Bottom line, I can't speak for all online car companies, but as far as vroom goes. Stay as far away for them as you can!

I bought a Tesla. Price was reasonable and appropriate. The delivery was made on a day when they were told we were not in town. The car was delivered dirty with undisclosed stains on seat and other defects. I requested compensation and it took them six weeks to respond after repeated emails and calls. They have still after 7 weeks not gotten me title to the car and are now extending temporary plate after I hounded them.
On the other hand, the car is great.

I had a terrible experience with Vroom. I was helping my Mom buy a car from Vroom however after my 85 year old Mom wired them the money ($30,000) we heard nothing. I ended up being put on hold for anywhere from 25 minutes to 65 minutes on each call over a 14 day period. Additionally every time I called I was transferred to another department however each new department could not see any of my data from the previous calls. Turns out the car never got shipped nor could they isolate where the car was physically(remember they already have my Mom's $30k) and the shipping department kept referring my back to the sales department the only problem was that the sales department has nothing to do with the shipping department. The nightmare with them started on 3/3/2021 and finally ended with my Mom getting her money back on 3/20/2021. I have detailed notes from each day of this colossal screw up and this should serve as a notice to everyone that something is not right with this company. By the way, I have been buying cars (personal) for over 35 years so I'm not new at this. Finally, watch "Purchasing Nightmare " on TFL (the fast lane car) YouTube channel from 2 months ago and after watching ask yourself if this is a company you want to engage with.

HORRIBLE!

Over the past 9 weeks, I called Vroom 15 times, waited on hold 2+ hours during 3 of those calls, had several tickets submitted by front line customer service representatives to fulfill one request: Speak to a member of management --- all to no avail.

· Purchased vehicle from Vroom
· Nearly two months later, I contacted Vroom seeking guidance because my temporary tag was set to expire in a week
· Many weeks later, 19 calls to Vroom, numerous tickets submitted on my behalf, no return calls, no new tag --- 1 week past the tag expiration
· My car (that I'm paying for) has been sitting for a week – I am unable to drive it due to expired tags --- worse yet, this is the week my mother is in town visiting.

Bought a 2019 Mercedes in December and still have not received an updated drive out tag or the title to the car. The car has been parked because i refuse to allow my daughter to drive it without a tag. I have spent well over 50 hours on the phone with vroom and have gotten nowhere. I requested they take the car back after a month of not getting the title. Vroom sent me a buy back offer for 30k when i paid 38k 30 days prior. Although I am in a situation to where i could purchase my daughter another car and ley the one from vroom sit in the garage until vroom decides to come get the car, what about the people that do not have access to the funds that i do. Vroom sent me an email that said laws are relaxed due to covid. I don't know what city vroom is in but i assure you my sheriff doesn't feel that way. Vroom is an absolute joke. I have filled a complaint with my state attorney and consumer protection as well as bbb. If anyone has any advice on how to get answers from vroom please let me know.

This company by far has been the worst I have ever dealt with by far.The salesman was great, friendly, helpful, courteous, but once they received the down payment poof he's gone, will no longer answer his phone, return calls or acknowledge I have called daily for 13 days straight 2-7 times a day.
Now the customer service side of things you'd get better service from pre schoolers working at McDonalds, no one knows left from right and it's a constant game of oh let me transfer you over Ana's over again and your left on hold for 1-2 1/2 hours until the phone finally times out and says good bye. Don't bother leaving a message because they will not return your call, they say 7 days or 250 miles ok great the car was delivered absolutely filthy 2 trips they the car wash didn't get it clean, car was deliver several days late and had a noise in the motor compartment which I later found and it was a loose bolt holding a wiring harness that was vibrating and tapping against the motor.
Anyways long story short called them the next day and let them know it's not the right car and it doesn't work for our needs, now here it is 19 days yes 19 days with several phone calls and emails a day and not a response one from them.
So if you want a hell of a headache get you a car from Dead Idle oops I mean boom Vroom

Worst customer service and experience in my life. Safe yourself the headache and go somewhere else..

I bought a bmw 2018 from vroom and after not getting any delivery date I decided to cancel everything. I have paid everything but now when I am asking for my money back I just keep getting transferred to different departments only for them to hang up at the end. Can someone please tell me how do I get my refund? I am very worried right now.

Found a vehicle we wanted, signed contracts on 4/3 (confirmed via email), wired full payment (30K) on 4/5 (confirmed via email), received email 4/5 with estimated delivery of 4/17.
4/14 email that delivery will be 4/15 and carrier is trying to reach us. Corrected phone number on account, called, all was good. Heard nothing from carrier.
4/15 called, the vehicle was in the hub undergoing inspection
Heard nothing from carrier
4/17 called, rep tried calling the carrier, couldn't get in touch with them. Was supposed to call me back. Heard nothing from the rep or the carrier
4/19 I was on hold for a total of an hour trying to reach a representative. I finally reached "Brent" who at least sounded helpful, but after being put on hold several times while he looked into it and called the carrier, I was dumped into voicemail. I'm back on hold waiting for a representative.
They have 30K of my money, I have no vehicle and a sinking feeling I will never see either of them.